Cmps 20081211a international_best_practice_approaches_to_complaints_handling

International best practice approaches to complaints handling Dr. Richard Boyle Senior Research Officer Institute of Public Administration Dublin Presentation at HKEU seminar 11 th December 2008

Introduction ,[object Object],[object Object]

What is a complaint? ,[object Object],[object Object]

Why is good complaints handling important? ,[object Object],[object Object],[object Object],[object Object],[object Object]

Ways in which people can lodge a complaint ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Encouraging complaints ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

People may fear complaining or lack confidence in the system ,[object Object],[object Object],[object Object],[object Object]

First steps in establishing a complaints handling system ,[object Object],[object Object],[object Object]

Dealing with cross-cutting and complex complaints ,[object Object],[object Object],[object Object],[object Object]

Dealing with difficult complainants ,[object Object],[object Object]

The impact of information and communications technologies ,[object Object],[object Object],[object Object],[object Object]

Quality assuring complaints handling ,[object Object],[object Object]

Creating a supportive climate ,[object Object],[object Object],[object Object]

The complaints ladder ,[object Object],[object Object],[object Object]

Ensuring lesson learning ,[object Object],[object Object]

Conclusion ,[object Object],[object Object],[object Object]

Cmps 20081211a international_best_practice_approaches_to_complaints_handling

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